Contegix Careers

Overview/ Job Summary     

Are you looking to join a growing company where you can do the best work of your career? At Contegix we believe in a team environment that promotes the ability to make a difference within the organization. We treat our employees with the same commitment to "Go Beyond" in an environment of respect, collaboration, and dedication to excellence.      

Contegix, an Atlassian Platinum Solutions Partner, specializes in delivering full stack solutions for everything surrounding Atlassian tools, from securing the platform they run on all the way up to the business processes that the tools enable. We pride ourselves on delivering exceptional service to our customers by leveraging our deep understanding of Atlassian solutions and our commitment to staying on the cutting edge of technology.     

The Manager, Platform Support will be responsible for leading, motivating and overseeing the day-to-day management of a team of Support Engineers. Ensuring that the team provides first class, (predominantly SLA driven) service to Contegix platform customers. This is a highly customer focused, hands-on role where the Manager will be expected to work closely with customers as well as undertake the day-to-day management aspects that the post requires. The ideal candidate is someone who encourages effective teamwork through exploration of team member input.     

Responsibilities:      

• Guarantee an exceptional level of accuracy in the design and setting up of services, on-going customer support, and meeting tight timescales.
• Assist the team, where required, by actively working on solution designs, customer issues, handling calls etc..
• Motivate, coach, and develop the team to deliver a first-class service and provide an escalation point for support, management, problem resolution and communication as appropriate.
• Work with the Directors in Support Operations to ensure key SLAs are met for provisioning and support and to ensure progress updates are provided as required where service issues are identified.
• Coordinate and manage the day-to-day activities of the team by monitoring and managing the distribution of the daily workload evenly across all team members.
• Recognize and develop opportunities for improvements to processes and procedures by pro-actively offering ideas and solutions to grow our capability and make the function more efficient.
• Support individuals (technically and operationally) in achieving continuous improvement by encouraging ideas and recommendations for procedural, operational and system improvements, with the aim of improving efficiency within the department. Set clear objectives, evaluate progress against objectives, and instill a performance-oriented culture with a focus on accountability.
• Conduct monthly one to one’s with individual team members as well as formal 6-monthly appraisals.
• Monitor and record attendance and manage issues as appropriate.
• Perform other duties as assigned or required.

Qualifications:       

• A minimum of 2 years of experience in maintaining both systems and hardware in Linux (LAMP) & Windows Server environments is required.
• Experience providing support within a Hosting environment is required.
• Knowledge of Atlassian applications and their function is preferred.
• Proven leadership experience in a combined customer service handling / technical support role is required:
  • Providing structured feedback and coaching others.
  • Prioritize and distribute team workload effectively.
  • Motivating and leading others or deputizing in the team manager’s absence.
• Impeccable ability to resolve challenging customer and staffing issues in a professional and supportive manner.
• Strong cross-functional department (ex. Sales; Networks & Infrastructure) relationship building skills.
• Analytical mindset with the ability to assess and prioritize faults and respond or escalate accordingly.
• Background in developing resourceful ideas and solutions.
• Strong verbal and written communication skills.
• Self-motivated and self-directed.

Key Position Details:     

• Second Shift (2nd): Monday – Friday, 4:00pm – 1:00am ET.
• Participation in the on-call rotation is required.

The responsibilities of this position require that you have access to sensitive information about Contegix and Customer systems and information, including Federal proprietary information, protected health information, personally identifiable information, and security relevant information. You will be required to safeguard any information you are exposed to and comply with any special handling requirements and reporting procedures.     

Important Job Application Notice     

We want to ensure your job application experience is safe and secure. All applications for our job openings must be submitted directly through our website. Please note that if you receive an email from the domain "@careers-contegix.com," it is not valid and could be a scam. We take your security seriously and want to protect you from potential fraud. To view and apply for our open positions, please visit our Career page.     

Contegix professionals are committed to excellence. We strive to be experts in our chosen fields, and to be knowledgeable consultants who understand our clients’ needs and work creatively to leverage technology for their competitive advantage. Visit our website for additional information: www.contegix.com.      

An Equal Opportunity Employer 
 
Contegix participates in the E-Verify program. Therefore, any employment with Contegix will also be contingent upon confirmation from the Social Security Administration (“SSA”) and/or the Department of Homeland Security (“DHS”) of your authorization to work in the United States.